Specialist I, Service Desk-IT

Estes Express Lines; Richmond (VA); On-site; USD 45,000 - 65,000; Full time

Job summary

Estes Express Lines is seeking a Service Desk Specialist I to be the first point of contact for employee technical needs in Richmond, VA. You will troubleshoot hardware, software, and network issues, providing clear guidance to help keep operations running smoothly.

Join a collaborative IT team that values growth and knowledge sharing. You will assist in onboarding/offboarding, document resolutions, and participate in a 24x7 on-call rotation, with opportunities to learn and advance.

Qualifications

• 1+ year of IT support experience or equivalent.
• Basic understanding of networking, operating systems, and business apps.
• Excellent written and verbal communication.
• Ability to explain technical information to non-technical users.
• Ability to pass background and drug screen.
• Authorized to work in the United States.

Responsibilities

• Provide first-line technical response and resolution for hardware, software, and network issues via phone, email, portal, or chat.
• Configure and maintain end-user hardware including desktops, laptops, tablets, printers.
• Assist in onboarding/offboarding by provisioning user accounts and equipment.
• Track and document support requests in the IT ticketing system.
• Escalate unresolved issues to other IT teams.
• Maintain knowledge base articles and contribute to documentation.
• Participate in on-call schedule to provide 24x7 support.

Skills

IT support

Communication skills

Office 365

Active Directory

Jira Service Management

CompTIA A+ (preferred)

Education

High School diploma or equivalent

Tools

Office 365

Active Directory

Jira Service Management

Job description

Job Summary:

Are you passionate about technology and love helping people? Join our dynamic IT team as a Service Desk Specialist I, where you'll be the first line of support for our employees' technical needs. In this role, you'll troubleshoot hardware and software issues, provide clear and friendly guidance, and help keep our business running smoothly. This is a great opportunity to launch your IT career in a collaborative environment that values growth, knowledge sharing, and innovation. If you're a problem-solver with strong communication skills and a desire to learn, we want to hear from you!

• Provide quality first-line technical response and resolution for user-reported hardware, software, and network issues via phone, email, portal, or chat.
• Configure and maintain a wide range of end-user hardware including desktop computers, laptops, thin clients, tablets, printers, and peripheral devices.
• Assist in onboarding and offboarding employees by provisioning user accounts and equipment.
• Track and document support requests and resolutions in the IT ticketing system.
• Escalate unresolved issues to other IT support teams.
• Continuously exceed customer expectations by providing exceptional service through delivering accurate and professional documentation, information, and direction.
• Contribute to the maintenance of the team’s knowledge base library by reviewing and updating existing articles.
• Participate in an on-call schedule to provide 24x7 support.
• Demonstrate and champion the established “TRUCKS” cultural principles of transparency, responsiveness and resiliency, understanding, continuous improvement, knowledge sharing, and simplicity throughout the organization.
• Regular attendance is required.
• This is not an all-inclusive list of job requirements and/or duties and may not contain all mental and physical capabilities necessary to perform the job at all times due to circumstances. Operational, safety and other needs may require the employee to perform any and all other duties as assigned. Employees are expected, and must be able to perform all such duties and tasks.

Qualifications:

• High School diploma or any combination of education and experience which would provide an equivalent background. Prior coursework in IT preferred.
• 1 or more years of IT support experience preferred.
• Basic understanding of networking, operating systems, and common business applications like Office 365 required.
• Excellent communication skills including listening, verbal, and written required.
• Demonstrated experience summarizing technical efforts and how they align to business outcomes required.
• Ability to communicate in both technical and user-friendly language required.
• Ability to troubleshoot and resolve basic technical issues independently required.
• Must be able to rapidly adapt and respond to changes in environment and priorities.
• Must be able to thrive in a highly collaborative, fast-paced environment.
• CompTIA A+ or similar certification preferred.
• Familiarity with Active Directory and Office 365 administration preferred.
• Familiarity with ITIL best practices and ticketing systems (i.e. Jira Service Management) preferred.
• Must be able to comply with all company policies, rules, procedures and Code of Conduct
• Must be able to interact well with others
• Must be able to work independently, or in a team setting
• Must be capable of working under tight time constraints in a high volume environment with multiple priorities
• Responds well to questions; Ability to read, interpret and comply with written information and documents such as safety rules, operations / procedure manuals and maintenance instructions with a high comprehension and concentration level to include the ability to meet deadlines
• Must pass a pre-employment drug screen, random drug and/or alcohol tests, and will be subject to a criminal history background check
• Must be authorized to work in the United States

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. The employee is frequently required to sit and use hands to finger, handle, or feel or operate computers and other standard office equipment. The employee is occasionally required to stand, walk, lift, twist, turn and reach with hands and arms. The employee must be capable of lifting a minimum of 20 lbs., or more if required by the essential functions of the job.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment ranges from quiet to loud as required by the essential functions of the job.